Managing an end user and applying perks
I have had a Fizz monthly plan for many years. I manage the plan and my wife is the end user. We have separate Fizz accounts, but only 1 plan, and 1 sim used in 1 phone (my wife’s). When I log in to my account it shows lots of available data perks. These are not shown in my wife’s account. I want to apply one of the perks to my plan, but I get a message that says I need to sign up for a plan, even though I already have an active plan. Customer service said that to use it my wife needs to create a plan. But I don’t want or need a second plan. When I asked if I could remove my wife as an end user, apply the perk, and then add her back, they said that all the accumulated points and perks would disappear. I am utterly baffled by all this. It seems I have a plan that is generating points/perks, yet I cannot apply them to my plan. Can someone kindly explain all this to me in plain English? I am getting nowhere with customer service chat. Thank you.
Answers
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AFAIK you can only use perks with an active plan, so you wouldn't be able to use perks on your account unless you add a plan to it.
Your wife can use perks on her plan though, if she has a separate account, only the perks from that account are available to her, as they are not exchangeable.0 -
Only your wife may use it in her own account.
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@Inger W. #10868 If I understand correctly, you and your wife only have one plan but both have accounts can manage it. The main user of this plan should grant you the permissions to access the plan and the perks, than you can see and apply it to the plan.(My plans -> manage my plan -> add user)
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Thanks for these replies, but I am still not understanding. My wife is the main user of the plan, but when she accesses My Plans -> Manage, she has no option to grant me permissions to access plan and perks. Again, there is only 1 plan/one phone number that I set up years ago and gave her user access, as she is the one with the phone. I manage it and pay for it every month but she is the end user. So, if the plan is mine, why can’t I add perks to it? If the plan is hers, why can’t she add perks to it? Do perks go to a “plan” or to an “account”? Why do I log in to my account and see loads of perks, even though I am not the user of the plan, while my wife who is the user of the plan, sees no perks in her account? My wife has an active plan, so why am I being told that she needs a plan? I am utterly baffled by all this.
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@Inger W. #10868 said:
Thanks for these replies, but I am still not understanding. My wife is the main user of the plan, but when she accesses My Plans -> Manage, she has no option to grant me permissions to access plan and perks. Again, there is only 1 plan/one phone number that I set up years ago and gave her user access, as she is the one with the phone. I manage it and pay for it every month but she is the end user. So, if the plan is mine, why can’t I add perks to it? If the plan is hers, why can’t she add perks to it? Do perks go to a “plan” or to an “account”? Why do I log in to my account and see loads of perks, even though I am not the user of the plan, while my wife who is the user of the plan, sees no perks in her account? My wife has an active plan, so why am I being told that she needs a plan? I am utterly baffled by all this.The person who has the plan is the main account. Check if your wife's account to see if she add your account or not. If she add you as a user who can access her account and grant you permissions, you can login your account and manage her plan and perks. If you still has question, you can reach https://fizz.ca/en/support
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@junozero said:
The person who has the plan is the main account. Check if your wife's account to see if she add your account or not. If she add you as a user who can access her account and grant you permissions, you can login your account and manage her plan and perks. If you still has question, you can reach https://fizz.ca/en/supportI am the main account that originally purchased the plan. I added my wife as a user on the plan. She is the “end user”. Yet, when I try to apply perks to the plan it tells me I have to buy a plan. This is why I am asking if I can remove her from the plan, which would presumably make me the end user, apply the perk and add her back as end user. When I asked this of customer service they said I would lose all the perks. Why? The answer was incomprehensible.
I have tried Fizz customer support and they are worthless. I was on a chat for two-and-a-half hours and got nowhere. Tried again the next day and the same incomprehensible answers. I cut that one short, as it was also going nowhere.
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@Inger W. #10868 said:
@junozero said:
The person who has the plan is the main account. Check if your wife's account to see if she add your account or not. If she add you as a user who can access her account and grant you permissions, you can login your account and manage her plan and perks. If you still has question, you can reach https://fizz.ca/en/supportI am the main account that originally purchased the plan. I added my wife as a user on the plan. She is the “end user”. Yet, when I try to apply perks to the plan it tells me I have to buy a plan. This is why I am asking if I can remove her from the plan, which would presumably make me the end user, apply the perk and add her back as end user. When I asked this of customer service they said I would lose all the perks. Why? The answer was incomprehensible.
I have tried Fizz customer support and they are worthless. I was on a chat for two-and-a-half hours and got nowhere. Tried again the next day and the same incomprehensible answers. I cut that one short, as it was also going nowhere.
Can you go to my plan -> Manage permissions, then click on Remove use? Hope this will be helpful.
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@junozero said:
Can you go to my plan -> Manage permissions, then click on Remove use? Hope this will be helpful.
Yes. But customer support says doing so will remove all my perks. This doesn’t make any sense to and I cannot get a coherent answer as to why. That is why I am asking if anyone here has had experience with that.
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This doesn't make sense. Your perks are associated with your plan, why remove a user will remove all your perks?
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I think the customer support thought you want to remove the plan, that's why they told you will lose all your perks.
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At least some perks are associated with the account though and not any individual plan. At least, until they are activated. I activated one of them 5x10 gig data perks yesterday, and the system asked me what plan (I have two in my account) I wanted to apply it to.
@Inger W. #10868: Contact support again, don't make it too complicated, just say that you can't apply any perks to the plan that is in your account. Insist that they open a ticket and have them give you a ticket number. Make sure, you can see the ticket number in your account under My Settings -> Account ID : -> My tickets.
Alternatively, try to get the attention of a @Whizz to look into the situation.
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